Business Operations Analyst I - CSS Production Assurance (OSS)

Job Description

The Business Operations Analyst I will be responsible for monitoring systems and operational performance across multiple lines of business within the firm. The individual will partner with key stakeholders to enhance the customer experience while maintaining a balanced financial approach. This person will work collaboratively across lines of business in an effort to unify processes where appropriate. The individual will design, implement and analyze customer and system performance trends in an effort to optimize the customer experience and shareholder value across the CCB Organization. This includes communicating analytic results and control reporting information to senior business partners. This person will be expected to improve existing processes while developing innovative solutions for customer outbound contact channels ( Dialers, Campaign Management tools, Text/SMS, TCPA calling, Outbound IVR, etc) and applications through the development of controls and insights.This position will also be responsible for:

• Assist in the delivery of target-state outbound contact platforms while providing operational stability for enterprise-wide Operations.
• Requires critical thinking, thoughtful analysis and collaboration to ensure seamless execution.
• Supports the development and delivery of target state outbound channels such as: Auto and manual dialing platforms to include campaign management tools, ensuring TCPA and other regulatory requirements are met (i.e. best time to call, call frequency, etc.). Other platforms in scope include Outbound IVR, Texting messaging alerts and SMS.
• Drives and supports continuous improvement opportunities of said processes and systems, conduct research and analysis in order to delivery of high quality business process solutions and professional technical services to solve business problems and introduce these solution-sets and to business executives.
• Supports the delivery large to extra-large complex cross functional business and IT initiatives and ensure feature-sets are aligned to their business cases, understood and delivered on time. Post implementation analysis related to tuning opportunities and benefit optimization is also required.

Requirements:The qualified candidate will possess:

• Bachelors degree or equivalent experience/training.
• Experience in leading and developing geographically disperses teams. Demonstrated ability to inspire and develop high performing employees. Preferred 3-5 years of direct people management experience
• Experience with process analysis, design and management, process improvement, and activities including financial, customer, and operational performance measurement.
• Demonstrate excellent analytical rigor and logical thinking with a continuous process improvement mindset. Ability to synthesize information across multiple platforms, systems, and organizations.
• Ability to creatively problem-solve and design integrated business process/technology solutions through analyzing and decoding complex, ambiguous operational and system environments. Must be able to drive improvement opportunities through leadership alignment and execution to an the desired end state
• Strong understanding of Contact Center practices and technology across multiple lines of business preferred
• Ability to champion change and influence people to adopt new ways of performing work by demonstrating effectiveness in interpersonal, verbal and written communication skills. Able to succinctly communicate complex concepts and adjust delivery according to the audience across all levels of the organization
• Must possess willingness and ability to learn and apply new skills and knowledge on a continuous basis
• Strong working knowledge of Microsoft office, including Power Point, Excel, Visio, Microsoft Project

,

Keyskills :
business operationssalesreportingmisqualitycontinuous process improvementmusic makingcontact centermicrosoft officebusiness processprocess analysispeople management